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Karla Carreno

@karlacarreno

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Customer implementation leader at gaiia who built portfolio-wide risk tracking and a repeatable delivery playbook.

Canada

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At gaiia, I managed customer implementation and onboarding projects across the US and Canada. I built portfolio-wide risk and dependency tracking, along with dashboards that gave leadership earlier visibility into blockers.

I standardized project plans and workflows into a repeatable delivery playbook, and organized AI enablement sessions for non-technical teams. I also integrated workflows across Rocketlane, HubSpot, Slack, and Notion.

At Taligens, I deployed AI-driven sales and marketing workflows that raised conversion rates by about 25%. I also implemented support automation that reduced ticket handling time by 40% and improved first-contact resolution from 68% to 85%.

At Support Co. and VTEX, I improved operational reporting and support processes through automation, dashboards, and data pipelines. Earlier, at Pluralistic Networks, I scaled a university leadership program from a five-person team to more than 60 and designed the operating structure that helped it remain self-sustaining.

Experience

Work history, roles, and key accomplishments

Program Manager, Customer Implementations

Gaiia

Feb 2026 - Sep 2026 (7 months)

Managed up to 15 concurrent customer implementation and onboarding projects across the US and Canada, accountable for scope, timelines and go-live commitments. Designed and rolled out a portfolio-wide risk and dependency tracking framework with clear escalation paths and delivery checkpoints.

Project Management Risk Management Stakeholder Management Rocketlane HubSpot Slack Notion AI Enablement Data Migration Customer Success

Independent Projects

Independent

May 2025 - Jan 2026 (8 months)

Prototyped web apps with Cursor, V0, and other low-code/no-code tools to test product ideas quickly. Created lead-generation and enrichment workflows to support partnerships and optimize outreach pipelines.

Cursor V0.Dev Low Code No Code Lead Generation Workflow Automation

Technical Consultant

Taligens

May 2023 - Apr 2025 (1 year 11 months)

Deployed AI-driven sales and marketing workflows that raised conversion rates by ~25%. Implemented AI-driven support automation that reduced ticket handling time by 40% and lifted first-contact resolution from 68% to 85%.

AI Sales Automation Marketing Automation Support automation Documentation Survey Analysis ROI Analysis Dashboarding Power BI SQL Python

Head of Operations

Support Co.

Aug 2022 - Sep 2023 (1 year 1 month)

Led and coached a team of four analysts delivering cross-functional process improvements. Owned end-to-end operational delivery across multiple client accounts, balancing scope, timelines, and resource constraints.

Operations Management Team Leadership Process Improvement Asana Power BI ETL Google Apps Script APIs KPI Definition Financial Reporting

Individual and Group Coach

Pluralistic Networks

Jan 2020 - Sep 2022 (2 years 8 months)

Applied commitment-based management practices, helping teams improve collaboration and accountability. Facilitated peer learning experiences, scaling coaching principles to strengthen leadership and emotional intelligence.

Coaching Leadership Development Emotional Intelligence Facilitation Commitment Management

Customer Support Lead

VTEX

Mar 2021 - Apr 2022 (1 year 1 month)

Led a 5-person Analytics & Support team; reduced duplicate tickets by ~20% through better processes and knowledge-base updates. Primary point of contact for enterprise B2B e-commerce clients, aligning expectations and translating issues into clear technical requests.

Customer Support Team Leadership B2B E Commerce SQL Python KPI Reporting Incident Management Knowledge Base

Project Manager

National Elderly Service

Jul 2020 - Jan 2021 (6 months)

Led adoption of new digital platforms, training and supporting cross-functional teams. Aligned IT, finance, and service stakeholders to deliver operational goals under tight deadlines.

Project Management Digital Adoption Training Stakeholder Management Process Improvement Digital Tracking Tools

Operations Lead

Pluralistic Networks

Jul 2017 - Dec 2018 (1 year 5 months)

Scaled a university leadership program for faculty and students from a 5-person team to 60+, owning onboarding, team tracking, and day-to-day operations. Designed the KPIs, reporting mechanisms, and operating structure that made the program self-sustaining.

Program Management Operations KPI Design Reporting Team Leadership Onboarding